Customer Success and Support Specialist

Customer Success and Support Specialist (Lisbon)

Enjoy making people’s lives easier by teaching them how to use software?

Want to join a multi-country team at a growing tech company?

Yes and yes? Read on!

Who are we

We are a rapidly growing B2B SaaS company helping small businesses compete with the giants. Our powerful, yet easy to use software and hardware solve a problem that’s often overlooked: inventory management.

Since 2007, we’ve been bootstrapped, stable, and successful. We began by dominating the desktop inventory software market with over a million downloads, and since 2017 we’ve transitioned to the cloud and mobile unlocking new possibilities and accelerating our growth.

We do our absolute best to show respect and compassion to customers, employees, and job applicants, and people tell us that Archon is an amazing place to work. You can check us out on Glassdoor, Deloitte Technology Fast 500, and our website.

We’ve got an amazing group of talented and friendly people here, and we’re looking for world class talent, like you, to join us!

Hybrid work - one day/week in the office

We know that in the software industry, you can get most of your day-to-day work done outside of an office. We value the freedom and flexibility that comes from being able to work from home; in fact, we’ve been pioneers in mostly-working-from-home for over a decade, waaaay before it was cool.

We also believe that it’s important to be able to build real human connections (dare I say, friendships?) with your co-workers, and that there’s no substitute for in-person bonding time for this. These connections (friendships?) build trust and encourage open and honest conversations; they’re good for business AND good for well-being.

That’s why we will be requiring that employees work one day per week (typically) in our beautiful Lisbon office, with this in-person time focused on team gatherings, monthly free lunches, and other activities that are best done in-person. Other days, you’re free to work from home, the office, or any productive environment.

Some of our job benefits:

• Competitive salary ranging from €31,000.00 - €50,000.00 OTE

• Health and dental benefits

• Visit our beautiful Toronto, Canada office for training and hanging out with the team (we’re a pretty fun and diverse crew!)

• Top-notch computers and office equipment. We hate slow computers too!

• €350 fitness benefit (for bicycles, FitBit, gym memberships, etc.)

• 22 days of vacation (increasing with tenure), plus 10 additional paid PTO (Personal Time Off) days

• Make a difference: you'll be the 70th member of our tight-knit team.

Job description

Help small businesses with our software and build a user community!

As our Customer Success and Support Specialist, you’ll be the key point of contact for our customers, helping them get the most out of inFlow software while ensuring their technical issues are resolved. This hybrid role combines customer success management with hands-on product support. Based in Lisbon with one day in the office, you’ll have a direct impact on our customers’ success by helping them set up their businesses, offering personalized training, troubleshooting issues, and fostering long-term relationships.

What You’d Do

Core Responsibilities:

• Manage a set of customer accounts across their entire lifecycle, driving engagement, adoption, and growth.

• Provide customer support via email, live chat, and phone during business hours (9am - 6pm (GMT+1), Monday-Friday) to troubleshoot technical issues, investigate software bugs, and answer questions.

• Guide customers through the onboarding process by offering 1:1 or group training sessions via Zoom, helping them with tasks like:

• Importing inventory into the system.

• Setting up basic account details.

• Recommending the best workflow for their needs.

• Integrating third-party software tools.

• Resolve technical issues for customers, from basic software troubleshooting to investigating more complex integration problems.

• Proactively schedule regular check-ins to ensure our customers are adopting inFlow effectively, and help them get the most out of the software.

• Handle customer renewals and cancellations, working to retain customers by providing excellent support and guidance.

Secondary Responsibilities:

• Collaborate with cross-functional teams (Product, Sales, QA, Marketing) to ensure customers' voices are heard and drive improvements in our software.

• Contribute to internal and external knowledge bases, improving support resources with feedback and suggestions.

• Participate in additional projects to enhance customer engagement, retention, and improve internal processes.

• Flag issues to appropriate teams and suggest improvements to ensure inFlow is as effective as possible for our customers.

What We’re Looking For

• Customer-centric and empathetic: You understand customer pain points and genuinely want to help them succeed.

• Strong communicator: You have no problem jumping on a call or writing an email to explain complicated concepts in a simple way.

• Quick learner: You can easily pick up and master new software and are efficient with your time.

• Problem-solver: You enjoy tackling technical challenges and aren’t afraid to dive into complex issues.

• Self-starter: You manage your time well and can handle the demands of managing accounts and offering support without constant supervision.

• Team player: You’re part of a collaborative team, willing to help colleagues and contribute beyond your main role.

• Personable and friendly: You enjoy building relationships and making people happy.

Nice to Have

• Experience in customer-facing roles (support, hospitality, retail, etc.).

• Experience or understanding of SaaS and inventory management.

• Familiarity with onboarding, technical support, and small business needs.

• Bonus points if you have quirky hobbies—we love hearing about what makes you unique!

Use of AI in the hiring process

Due to the volume of applicants, we use AI-enabled tools to support parts of our hiring process (like helping us review applications more efficiently). Every hiring decision is ultimately made by real humans who care a lot about building a great team.

At Archon, we celebrate diversity as an equal opportunity employer. We hire people based on what they can contribute, and we provide equal pay for equal work.